Create Power Apps for Dynamics 365 Customer Service
Many requirements for customer service and support operations might not be met with the basic offerings of Dynamics 365 Customer Service. Dynamics 365 and Microsoft Power Platform offer several options for you to customize and extend Dynamics 365 Customer Service to meet such requirements, where you can:
Use the logic features in Dataverse to validate data.
Create Microsoft Power Automate cloud flows to integrate with other systems.
Use Dataverse workflows to update statuses and send emails.
Create Power Apps Component Framework (PCF) controls to provide rich user-interface experiences.
Build plug-ins to perform business logic.
Note
The customizing and extending with Microsoft Power Platform topics are covered by the PL-200 and PL-400 certifications.
In many scenarios, you might find it beneficial to create new apps by using Power Apps rather than customizing the Dynamics 365 Customer Service app. For example, where the functionality that you require is not provided by the Dynamics 365 app, it can be quicker and simpler to build a new app that shares data through Dataverse with Dynamics 365 Customer Service.
Example scenario
Consider this scenario, where a call center has a quality assurance team that listens to calls made by agents and then evaluates them against a set of policies. While Microsoft Dynamics 365 Customer Service Insights can tell supervisors about the sentiment of the call, it can't verify that the agent has followed the guidelines for handling the call. The call center requires a system to capture the quality check results and then track occurrences of nonconformance and corrective actions. Customizing Customer Service Insights isn't possible, so a new app is required.
A possible solution for this requirement might include:
Custom tables and columns in Dataverse.
Relationships from the custom tables to the case table and to the agent user.
A canvas app to capture the quality check results against the case.
A Power Automate cloud flow to randomly generate the list of calls and cases to perform a quality check on.
A model-driven app to view the quality check results.
A business process flow to manage the steps in correcting nonconformance.
A Power BI dashboard to show trends in quality scores and allow management to analyze scores.
Power Automate cloud flows to notify of nonconformance issues and handle approvals of corrective actions.
Canvas apps
The process of building a canvas app on tables that are held in Dataverse is straightforward. You can create task-based apps, such as capturing quality check results, that save data to Microsoft Dataverse.
The following screenshot shows a simple canvas app that captures this data.
Model-driven apps
The following screenshot shows a simple mode-driven app that manages the nonconformance business process.
Embed a canvas app on a model-driven form
With embedded canvas apps, you can bring the flexibility of canvas apps to model-driven forms. By using an embedded canvas app, you can complete the following actions:
Display data from various sources next to data from Microsoft Dataverse.
Use and update data from other data sources.
Interact with data in fields on the model-driven app form.
Trigger Power Automate flows from buttons in the embedded canvas app.
Perform complex logic that is not possible in model-driven app forms, without the need for coding.
Create a wizard-like user interface to guide the user through a complex set of decisions based on data.
